Patient Info & fees.

New Patients Welcome

Our practice is appointment-based, however we always welcome and accommodate walk-in patients. Standard consultations are 15 minutes. We are accepting new patients.

If you are a new patient, please arrive at least 10 minutes before your consultation, or save time by filling out the new patient form online before your visit.

What to bring to your first appointment

• Photo ID
• A valid Medicare card
• WorkCover patients — please inform your employer and bring their contact details for verification
• Any current medication list, allergies and previous discharge summaries (helpful but not required)

Appointments for health assessments, complex medical problems, skin lesion removal or wound management all require extra time — please request a longer appointment when booking.

Fees & Billing Policy

We are a bulk billing practice. Patients with a valid Medicare card are eligible for bulk billing on standard GP consultations. Fees apply for allied health services and specialist consultations.

Services excluded from bulk billing

The following attract a private fee, payable on the day:

• WorkCover
• RHCA Medicare cardholders
• Procedures
• Cervical screenings
• Pre-employment medical assessments
• Medical and other reports
• Skin cancer checks
• Driver Medical Assessments (Taxi / Uber / Diabetic / Racing)
• Cosmetic Treatments
• Urine Drug Screening
• Allied Health services
• Transfer of History

Further information is available at the time of booking. Payment is required on the day.

Late Attendance, Cancellation & Fail-to-Attend Policy

If you are late, fail to attend, or cancel within 2 hours of your booked appointment, an out-of-pocket fee applies, payable on the day or before your next visit:

• Standard appointments: $50.00
• Procedure appointments: $100.00

By providing notice, you allow another patient to receive the quality care they need from our busy clinic. We appreciate your understanding.

Appointments

Appointments may be booked online via HotDoc, or by calling reception on (03) 5902 8223.

Phone & in-person hours

• Monday – Friday: 9:00 AM – 5:30 PM
• Saturday: 9:00 AM – 2:00 PM
• Sunday: 9:00 AM – 2:00 PM
• Public Holidays: 9:00 AM – 2:00 PM (hours may vary — please check with reception)

Regular appointment times are 15 minutes. If you feel you need a longer appointment, please discuss with the receptionist at the time of booking.

Contacting Your Health Professional

Phone calls to your doctor will be put through initially to the nurse if available, or the nurse will return your call as soon as possible. The nurse will then discuss any concerns with your doctor and arrange a callback as required.

If your doctor has asked you to phone, please advise reception and you will be put through, or a message will be taken for the doctor to return your call.

Prescriptions

Check your medications regularly and ensure you have sufficient supply until your next appointment. An appointment is required for all repeat prescriptions — we recommend a short telehealth or in-clinic consultation so your GP can review and prescribe appropriately.

Test Results

A follow-up appointment is required to receive your results. Telephone advice will only be given if specifically authorised by your doctor. Botanic Ridge Doctors will attempt to contact you regarding any urgent results.

Telehealth & COVID-19

All existing patients are requested to book a telehealth consultation if you have a cough, cold, sore throat or fever.

Telehealth eligibility: telehealth consultations are only available for patients who have been seen at our clinic face-to-face within the last 12 months, or who are MyMedicare-registered with our practice. New patients are required to have a face-to-face initial appointment before any telehealth.

Please also book a telehealth consultation if you have tested positive for COVID-19 in the past 7 days.

After-Hours Care

If you need urgent medical care and Botanic Ridge Doctors is closed, please call 13SICK (137 425).

Nearest Hospital

Casey Hospital
62-70 Kangan Drive, Berwick VIC 3860
(03) 8768 1200

Home Visits

Home visits can be arranged in certain circumstances with a pre-booked arrangement with the patient's regular doctor. Please contact reception to discuss your needs.

Always call the ambulance service on 000 if you are experiencing severe pain or illness at any time.

Confidentiality, Privacy & Health Information

Your medical record is a confidential document. It is the policy of this practice to maintain the security of all personal health information at all times. Information is only accessed by authorised members of staff for the purposes of improving or enhancing your healthcare.

Correspondence

Electronic medical information is transmitted via encrypted format using secure messaging software. Patient diagnostic correspondence and results are always forwarded to the relevant doctor and labelled "Confidential".

Patient information is only sent via email if it is securely encrypted. We do not accept patient enquiries or requests via email, and we do not send patient information to personal email addresses. For sensitive matters, please contact reception by phone.

Communication Assistance

Please notify our reception team upon arrival if you require communication assistance (for example, a language translator). A phone interpreter may be available.

If you require an Auslan sign language interpreter for your appointment, you can book online via the National Auslan Booking Service (NABS) or by phoning 1800 246 945.

Compliments & Complaints

If at any time you have a concern, comment or suggestion, please fill in a "Compliment, Comment or Complaint" form (available in our waiting room). You can also email our Practice Manager directly at info@botanicridgedoctors.com.au.

For external complaints, you can contact the Health Care Complaints Commission on 1300 582 113, between 9:30 AM – 3:00 PM Monday to Friday.

Reminder System

Botanic Ridge Doctors is committed to preventative healthcare and has a recall and reminder system for routine screenings and care plans. From time to time, you may receive a text message, phone call or letter for an appointment.

Location & Parking

Botanic Ridge Doctors is located in Botanic Ridge Village at Tenancy 17 & 18, 10 Hummingbird Drive, Botanic Ridge VIC 3977. We are in the building behind Coles, opposite the Click & Collect drive-thru, on the top level. Lift is available. There is parking onsite around the building and in surrounding streets.

Practice Policies

Our full policy documents are available below. Please get in touch if you have any questions.

• Privacy of Personal Health Information Policy (PDF)
• Social Media Policy (PDF)
• Your Rights as a Patient (PDF)
• Non-English Speaking Patient Policy (PDF)